Delivery Lead, Ads

Overview

The Ads Support Delivery team helps ad buyers and ad publishers operate and grow on our Ads product. The team provides technical guidance, troubleshooting for delivery and monetization issues, and partners with Product, Engineering, Trust & Safety, and Go-To-Market to resolve customer-impacting problems and improve the platform. The mission is to deliver a high-quality customer experience at scale through a mix of human support, automation, self-service, and AI-enabled workflows while maintaining operational rigor.

As a Support Delivery Lead for Ads, you will lead a team responsible for end-to-end support delivery across both sides of the ads ecosystem: (1) buyer success (campaign setup, delivery, billing, measurement, and policy navigation) and (2) publisher monetization success (inventory setup, ad serving integrations, reporting, and yield-impacting issues). You will set the operational bar for quality, responsiveness, and consistency; coach and grow the team;

and translate support signals into actionable improvements with Engineering, Product, and GTM partners.

This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

• Lead and support a team of Ads support engineers, ensuring they have tools, clarity, and coaching to operate in a technically complex domain spanning advertiser and publisher workflows.
• Set clear expectations and operating standards, run recurring performance reviews, and build development plans that grow technical depth and customer-facing excellence.
• Design and improve support coverage for both ad buyers and publishers, diagnosing buyer-side delivery issues and publisher-side monetization/integration issues with equal rigor.
• Bridge between Support Delivery, Engineering, Product, and Go-To-Market teams; drive alignment on priorities, escalation paths, launch readiness, tooling improvements, and reduction of recurring customer pain points.
• Partner with engineering teams to resolve complex customer issues and generate insights to inform product development and GTM strategies.
• Handle escalated customer or partner engagements professionally and represent OpenAI in challenging situations and complex builds.
• Contribute to innovative strategies that drive efficiency, scale, and growth of the user operations team, aligning with organizational goals.
• Collaborate with Product and Engineering on Ads launches and changes to ensure support readiness (playbooks, known issues, tooling, training); identify rollout risks and ensure feedback loops influence product decisions.

• 10+ years of leadership experience in Support Delivery, Customer Operations, Ads Operations, or similar, including direct people management.
• Experience supporting advertising products and workflows with understanding of both advertiser/buyer needs and publisher monetization needs.
• Strong cross-functional leadership with a track record of influencing Product and Engineering roadmaps using customer impact, operational data, and clear prioritization.
• Experience defining and managing operational and business KPIs; comfortable building reporting mechanisms and running metrics-driven operating cadences.
• Strong project/program management skills to drive complex initiatives across time zones and stakeholder groups.
• Demonstrated ability to apply an automation-first approach, using AI, tooling, and systems thinking to design scalable processes.

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We are an equal opportunity employer and do not discriminate on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics.

Background checks for applicants will be administered as required by law, and qualified applicants with arrest or conviction records will be considered in accordance with applicable laws and ordinances. For US-based candidates, this includes the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. Acknowledgment of relevant safety and information-security expectations may be required for roles with access to protected information systems.

OpenAI is committed to providing reasonable accommodations to applicants with disabilities; requests can be made through the official channels.

For information about compliance reporting and privacy, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement and OpenAI Global Applicant Privacy Policy.

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